About You
The IT Support Supervisor is an integral part of the larger IT Team and Noodles & Company organization – optimizing the technical assistance and support to Restaurants, Field Management Teams, and Central Support Office (CSO) personnel. The IT Support Manager leads the daily and overall operations of the IT Support Team including team member development and serves as the escalation point to other technical and management resources within the IT Department. This role is responsible for the management of all IT Support projects and provides support to all users of N & C technology with a focus on both immediate issue resolution and eliminating future incidents.

About Noodles

At Noodles & Company, our mission is to always nourish and inspire every team member, guest and community we serve. We accomplish this by living our values of We Care, We Show Pride, We are Passionate, and We Love Life! We provide our team members with opportunities to learn culinary skills working with fresh food and the art of personal connection with our guests. Come join our amazing team, make new friends, develop your career and have fun!

We are proud to be recognized on Forbes’ Best Employers for Diversity 2021 and Forbes’ Best Employers for Women 2021 lists and are committed to creating an inclusive environment where Noodlers can bring their full self to work.

Benefits
Careers at Noodles are served with a side of:

• Pay range: $75,000-$110,000, depending on experience
• Eligible for annual performance bonus
• Flexible paid time off
• Medical, dental and vision insurance
• 401(k) and stock purchase discounts
• Paid maternity and paternity leaves, adoption and surrogacy benefits
• Discounts through our gift card program
• Scholarship opportunities
• Wellness Stipend (Noodles’ Balance Bucks)
• Free mental health counseling and resources through LifeWorks
• Learn more about our benefits: noodles.com/careers/perks/

Your Day in the Life

• Manage the IT Support request queue by proactively identifying problem areas, prioritizing requests, and ensuring that all tasks are assigned and seen through to completion or escalation
• Ensure follow-up and resolution to incidents is timely, complete, and aligned with processes (QA)
• Act as a technical leader and escalation point for IT Support Team on unresolved technical issues
• Provide direction on and execute projects in terms of complexity, cost, time-constraints, staffing, and equipment from original concept to completion
• Lead the IT Support Team by following up on work performance, coaching, training, developing, and interviewing and hiring new team members
• Prepare metrics to evaluate and analyze support performance – specially to identify opportunities to prevent incidents and minimize escalation
• Schedule IT Support resources ensuring coverage and needs are met
• Research, diagnose, resolve (root-cause) and document issues with all systems – Restaurant, CSO, desktop, laptop, mobile, etc.
• Provides guidance on use of IT systems including workstations and network access
• Install hardware and configure software for new systems using configuration/hardening standards including documentation
• Monitor end-user systems for correct operation
• Maintain inventory of computer parts and logs of all repairs/service performed, including tracking of equipment replacements
• Execute processes supporting compliance with external regulations (PCI, SOX, etc.) and internal standards

What You Bring to the Team

• Formal help desk experience preferred including use of a ticketing system, ability to dynamically prioritize tasks amongst multiple team members and escalate issues while meeting support demands
• Ability to analyze business needs and design/refine related IT Support processes
• Proven experience in building, configuring and maintaining configurations for POS systems
• Working knowledge of multi-unit restaurant hardware configurations and software applications
• Experience with the following software packages and hardware environments:
  • Aloha Quick Service Point of Sale System
  • Windows 10, Windows 11, Windows Server
  • Microsoft Office/Office 365
  • Mainstream mobile devices/platforms (Apple, Android)
  • Windows networking
  • Broadband / telecommunications
  • Experience in delivering restaurant manager and end-user system training
  • Working knowledge in developing, maintaining, and utilizing testing environments based on best practices
  • Ability to contribute to setting the strategic direction for restaurant-level systems
  • Proven analytical and problems solving skills
  • Must be able to maintain confidential and proprietary information
  • Proven strong customer service orientation, especially troubleshooting technical issues via telephone
  • Strong written and verbal communication skills including documentation and communication of status to end users, vendors, and team members
  • Ability to handle multiple tasks at the same time and effectively prioritize
  • Ability to work in a team-orientated, collaborative environment on projects and troubleshooting
  • Must be self-motivated with strong initiative to learn
  • 5+ plus years of professional experience required
  • Experience executing projects and managing a team
  • Experience in technical role with POS (preferably 2+ years) is required
  • Experience in a technical role supporting business applications is preferred
  • Experience in a user support role required
  • Previous restaurant, retail, or multi-unit professional experience highly preferred

Noodles is an Equal Opportunity Employer. Our goal is to be an inclusive and diverse team that is representative of the communities and guests we serve.

noodles.com/careers